Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

What You Will Do: 

• Engage directly with field representatives, dealers, distributors, customers, and OEMs to address technical queries, investigate product issues, and provide practical field and remote support throughout the equipment lifecycle.
• Own issue identification, prioritization, analysis, escalation, and resolution for assigned territory or product concerns, ensuring timely customer communication, clear corrective actions, and effective closure.
• Lead field troubleshooting by collecting service data, reviewing diagnostic information, supporting root cause investigations, confirming failure modes, and communicating corrective actions to restore engine performance.
• Strengthen distributor service capability by supporting service excellence programs, assessing readiness, driving governance, sharing best practices, and ensuring strong follow-through on improvement actions.
• Support Product Support Territory Readiness (PSTR) to ensure product support preparedness for key customer projects, installations, and new product introductions.
• Enable high-quality field support by coordinating technician training and certification delivery with the Perkins training team and distributor partners.
• Conduct data-driven analysis to identify service trends, anticipate field risks, recommend proactive actions, and improve customer support performance across the assigned territory.
• Identify and lead process improvements that increase team efficiency, quality, and velocity while providing technical guidance to service engineering teams on complex issue resolution and product support tools.
• Stay abreast of industry, technology, and market developments and support evolving customer and distributor needs.
• Provide technical support for diesel GENSET commissioning, ensuring safe, efficient, and compliant startup and operational readiness of installed equipment.
• Perform comprehensive site audits to ensure diesel GENSET installation, equipment arrangement, and overall site layout are executed in accordance with approved designs, project requirements, and industry best practices.

What Skills You Will Have:

Customer Focus:

• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Communicates and models the criticality of customer focus as an organizational strategy.

Service Excellence:

• Teaches others how to deliver excellent customer service in a variety of settings.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customer's esteem of the organization.

Collaborating:

• Demonstrates experience engendering collaborative processes that lead to problem solving and the achievement of business goals.
• Deemphasizes divides; focuses on collaboration across generations, functions, regions, and levels.
• Implements methods for people to come together on the fly to make decisions, solve problems, and develop products/services.

Consulting:

• Applies experience to developing and executing multiple consulting assignments.
• Works with client to identify alternative solutions and associated pros and cons.
• Manages all aspects and phases of a consulting relationship.

Decision Making and Critical Thinking:

• Participates in documenting data, ideas, players, stakeholders, and processes.
• Recognizes, clarifies, and prioritizes concerns.
• Assists in assessing risks, benefits, and consideration of alternatives.

Effective Communications:

• Delivers helpful feedback that focuses on behaviours without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Looks for and considers non-verbal cues from individuals and groups.

Relationship Management:

• Participates in negotiating the terms of the business relationship.
• Conducts periodic reviews of work effort, progress, issues, and successes.
• Maintains productive, long-term relationships with clients or vendors.
• Creates opportunities to educate support teams on client priorities.

Additional Information 

• This position is located in Bangalore, India
• Up to 70% domestic and international travel required
• Domestic relocation assistance is available

Additional information: This job requires 5 working days from office.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade.  It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job.  At the discretion of management, this description may be changed at any time to address the evolving needs of the organization.  It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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